Refund policy

Returns & Exchanges Policy

Hasepad Artisan Confectionery Effective Date: 1 May 2026

 

 

Our Promise

Every box of Hasepad toffee and nougat is handmade in small batches with care, quality ingredients, and a great deal of pride. We want every order to arrive in perfect condition and bring genuine delight. If something is not right, we will do everything reasonable to make it right — and we mean that sincerely.

 

This policy sets out your rights and our commitments in plain, honest language. It is written in accordance with the Consumer Protection Act 68 of 2008 (CPA) and applies to all purchases made through our website, by WhatsApp order, or at any market or event where Hasepad products are sold.

 

 

1. The Nature of Our Products

Hasepad products are handmade, perishable food items with a defined shelf life. Because of this, we are unable to accept returns simply because you changed your mind — not because we don't care, but because food safety and hygiene regulations do not permit the resale of returned food products.

 

What we can and will address without hesitation:

 

•        Products that arrive damaged (broken, crushed, or compromised packaging)

•        Products that arrive incorrect (wrong flavour or wrong quantity supplied)

•        Products that are defective in quality (texture, taste, or condition inconsistent with our standard)

•        Orders that are lost in transit

 

 

2. Cooling-Off Period (Direct Marketing & Online Orders)

In terms of Section 16 of the Consumer Protection Act, if you placed your order as a result of direct marketing — including via our website, social media, WhatsApp, or any electronic communication — you have the right to cancel your order within 5 (five) business days of receiving your goods, without penalty and without providing a reason.

 

Important exceptions: This cooling-off right does not apply to perishable goods where the product has already been opened, consumed, or where the return would constitute a health or hygiene risk. Sealed, unopened Hasepad products returned under this provision must be in their original, undamaged packaging.

 

To exercise your cooling-off right, contact us at hallo@hasepad.co.za within 5 business days of delivery. The cost of returning the goods under a cooling-off cancellation is borne by the customer.

 

 

3. Damaged or Incorrect Orders

We take great care in packing every order, but we understand that things can go wrong during transit.

 

If your order arrives damaged or incorrect:

 

1       Contact us within 48 hours of delivery at hallo@hasepad.co.za or via WhatsApp.

2       Include your order number, a brief description of the issue, and clear photographs of the damaged or incorrect item(s) and the outer packaging.

3       We will assess your report promptly and, at our discretion, offer one of the following resolutions:

◦        A replacement of the affected product(s), dispatched at no additional cost to you; or

◦        A store credit to the value of the affected product(s), valid for 12 months; or

◦        A full or partial refund to your original payment method.

 

We reserve the right to request the return of the damaged goods before processing a resolution. Where a return is required, we will arrange and cover the cost of collection.

 

 

4. Implied Warranty of Quality (Section 56, CPA)

All Hasepad products are sold with the statutory implied warranty of quality as provided for in Section 56 of the Consumer Protection Act. This means every product you receive is warranted to be:

 

•        of good quality and free of defects;

•        suitable for its intended purpose (consumption as a confectionery product); and

•        in a condition consistent with what a reasonable person would expect from a premium handmade product.

 

If a product fails to meet these standards within 6 (six) months of the date of purchase, you are entitled to return it and elect one of the following remedies:

 

Remedy	Description
Replacement	We replace the defective product with an equivalent item
Store Credit	We issue a credit note to the full value of the affected product
Refund	We refund the purchase price of the affected product

The choice of remedy is yours. We will not charge you for the return of goods that are genuinely defective, and we will not require you to accept a lesser remedy than the one you elect.

 

Please note: Given the perishable nature of our products, quality claims are most meaningful when raised promptly. We encourage you to inspect your order on receipt and contact us as soon as a concern arises.

 

 

5. What We Cannot Accept

To protect the health and safety of all our customers, we are unable to accept returns in the following circumstances:

 

•        Products that have been opened, partially consumed, or tampered with, unless the quality defect was present before opening.

•        Products returned more than 6 months after the date of purchase (outside the statutory warranty period).

•        Products where the customer was clearly informed of a specific characteristic prior to purchase (e.g., a product containing nuts, alcohol flavouring, or a particular texture) and accepted those terms.

•        Products damaged due to improper storage after delivery. All Hasepad products must be stored in a cool, dry place below 25°C, away from direct sunlight and moisture. Products that have melted, softened, or deteriorated due to heat exposure after delivery are not eligible for return.

•        Gifted products where the original purchaser cannot be identified or verified.

 

 

6. Exchanges

We do not offer flavour exchanges on a change-of-mind basis, as our products are perishable and made in small batches. However, if you received the wrong product due to a packing error on our part, we will exchange it at no cost to you. Please contact us within 48 hours of delivery with your order details and photographs.

 

If you would like to try a different flavour in future, we encourage you to explore our full range — each one is worth it.

 

 

7. Refund Processing

Approved refunds are processed as follows:

 

Payment Method	Refund Timeline
EFT / Bank Transfer	Within 5–7 business days of approval
Credit or Debit Card	Within 5–10 business days, depending on your bank
Store Credit	Issued immediately upon approval

Refunds are made to the original payment method used at the time of purchase. We are unable to redirect refunds to a different account or payment method.

 

 

8. How to Contact Us

We are a small, family-run business and we genuinely care about every customer. Please do not hesitate to reach out — we would rather resolve a concern than lose your trust.

 

Email: hallo@hasepad.co.za WhatsApp: 072 909 5420 Website: www.hasepad.co.za Response time: We aim to respond to all queries within 1 business day.

 

When contacting us about a return or quality concern, please have the following ready:

 

•        Your order number or proof of purchase

•        The product name and flavour

•        A description of the issue

•        Photographs where relevant (especially for damaged goods)

 

 

9. Our Commitment to You

Hasepad was founded on the belief that handmade things, made with honest ingredients and real care, are worth something. We stand behind every product we make. If we fall short — even once — we want to know about it, and we will make it right.

 

This policy does not limit any rights you may have under the Consumer Protection Act 68 of 2008 or any other applicable South African legislation. Where this policy is silent on a matter, the provisions of the CPA shall apply.

 

 

Hasepad Artisan Confectionery | hallo@hasepad.co.za | www.hasepad.co.za Policy last reviewed: May 2026